How to see what organizations a customer belongs to?
In the event a customer explicitly selects 'Do not share' within the request, the Organizations field is blank for the agents view.
When our agents open the request, they are attempting to figure out what customer Organization the reporter/creator belongs to.
When they open the Customer Service Management screen for that creator/reporter, they are not presented with any information about what Organization the customer belongs to.
We are running into situations where our agents cannot identify who the customer is, what their entitlements are, etc.
I can't see any administrative functionality that allows you to see what organization a customer belongs to. Is anyone able to share any insights or suggestions?
As I see it, our only option is to check every organization manually - which is a bit ridiculous.
1 answer
Hi @Zac ,
You should be able to see the organizations he belongs to in the Customer section. The Organizations Jira field is designed exclusively for the issue sharing feature.
I had similar dilemmas, you can read more about it here: https://community.atlassian.com/t5/Jira-Service-Management/How-to-set-organization-on-a-issue-without-sharing-the-issue/qaq-p/2818165
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.